As the hospitality landscape in Malaysia continues to evolve, leadership at the property level plays an increasingly important role in shaping the guest experience. At DoubleTree Resort by Hilton Penang, that responsibility now rests with Lycan Hon, who recently stepped into the role of Hotel Manager.
With extensive experience in hotel operations and team leadership, Hon oversees the day-to-day running of the beachfront resort, guiding the team in delivering the warm hospitality associated with DoubleTree by Hilton, part of the global portfolio of Hilton.
As one of the most family-friendly resorts on the island, DoubleTree Resort by Hilton Penang continues to attract both international travellers and domestic visitors looking for a relaxed beachfront stay.
In this interview, Hon shares his leadership philosophy, insights into modern guest expectations, and why Penang continues to captivate travellers from around the world.
Interview with Lycan Hon, Hotel Manager of DoubleTree Resort by Hilton Penang
1. What first inspired you to pursue a career in hospitality, and what has your journey been like leading up to your current role?
I’ve always found joy in seeing a genuine smile or gratitude from a satisfied guest. Back when I was a waiter, creating memorable experiences through my service gave me a strong sense of purpose—and that became the fuel that continues to drive me today.
Along my journey, I’ve also been fortunate to meet incredible people—mentors who guided me, teammates who supported me, and even guests who eventually became friends. These relationships have shaped both my career and who I am.
2. What excites you most about leading the team at the resort?
What excites me most is the opportunity to continuously improve. There are always areas where we can enhance the guest experience, refine how we operate, and create greater efficiency as a team.
Being able to lead that journey—while developing people and elevating standards—is something I find truly rewarding.
3. How would you describe your leadership philosophy when managing a resort property?
My team comes first. I strongly believe that a happy and engaged team will naturally create exceptional guest experiences.
As a leader, my role is to ensure my team members are well supported, equipped with the right resources, and empowered to take initiative. I believe in fostering an environment of open communication, trust, and growth—where individuals feel confident to be themselves and perform at their best.
4. What do you believe defines an exceptional guest experience today?
Exceptional guest experiences today go beyond physical amenities. While facilities are important, what truly matters is how we make our guests feel.
It’s about anticipation, thoughtfulness, and genuine care. Moving away from scripted interactions and focusing on authentic, personalized service is what creates lasting impressions.
5. How does the resort reflect the warm hospitality associated with the DoubleTree by Hilton brand?
Our resort reflects the warm hospitality associated with the DoubleTree brand through a strong culture of CARE.
We focus on delivering sincere, thoughtful service at every stage of the guest journey—before, during, and after their stay. It’s about creating a welcoming and comfortable experience that guests can truly connect with.
6. What are some of the unique features of the resort that guests should look forward to?
Beyond our signature warm DoubleTree chocolate chip cookie, what truly sets us apart is the genuine care delivered by our team.
Guests can enjoy a seamless and relaxing stay—whether it’s families spending time at the kids’ splash pool, taking a short walk to the beach, or simply unwinding at the award-winning spa while their children enjoy the kids’ club. We aim to create an environment where every guest can relax and enjoy their time effortlessly.
7. What makes Penang such a compelling destination for travellers?
Penang is a highly accessible destination, with convenient travel both within the island and from overseas through multiple direct connections.
It offers a rich blend of culture, heritage, and world-renowned cuisine, making it appealing to travellers from all backgrounds. The diversity of experiences here makes it truly unique.
8. What experiences would you recommend for guests visiting Penang for the first time?
Come with a big appetite—your food journey starts right from breakfast and continues across the island.
From char kway teow and nasi kandar to cendol and seasonal durian like Musang King, Penang is a true food paradise.
Beyond food, visitors should explore Penang’s heritage sites and natural attractions, which offer a great balance of cultural discovery and relaxation.
9. How do you see guest expectations evolving in the hospitality industry today?
Guests today expect greater convenience and seamless experiences, with a strong reliance on technology.
At Hilton, we support this through features like Digital Key and our messaging platform, allowing guests to access rooms and make requests easily, anytime.
It’s all about making the experience more efficient, personalized, and effortless.
10. How important is sustainability in resort operations, and how is the property approaching it?
Sustainability is a key priority for us. As part of Hilton’s “Travel with Purpose” strategy, we are committed to reducing our environmental footprint while creating positive social impact.
At the property level, we have taken steps such as eliminating single-use plastics and implementing food waste tracking systems. These initiatives reflect our commitment to responsible and sustainable hospitality.
11. What advice would you give to young people interested in entering the hospitality industry?
Hospitality is more than just a job—it’s a passion. It’s important to find what you truly enjoy, as that passion will naturally motivate you to grow and succeed.
The industry is vast, offering opportunities beyond frontline roles, including areas like finance, engineering, and human resources all under one roof.
At Hilton, we are proud of our people-first culture and have been recognized as one of the best workplaces globally, reflecting how much we value and invest in our team members.
12. What is your vision for the future of the resort over the next few years?
My vision is for the resort to be a top choice for guests—one they return to time and time again.
We aim to achieve this by consistently delivering memorable experiences, supported by a strong and passionate team.
Ultimately, we want our guests to feel at ease, well cared for, and confident that they can rely on us for a meaningful and enjoyable stay.
Rapid Fire with Lycan Hon
To wrap up the interview, we asked Lycan a quick round of rapid-fire questions.
Morning routine or slow breakfast by the sea?
Morning routine.
Favourite comfort food when you’re back in Penang?
Duck egg char kway teow.
One thing guests might be surprised to learn about you?
I love history.
Your ideal day off away from the hotel?
Sunday.
Favourite travel destination so far?
Kyoto.
A destination still on your bucket list?
Cairo.
If you weren’t in hospitality, what career would you choose?
Education.
The first thing you notice when you walk into a hotel lobby?
The hotel ceiling.
A hotel experience that left a lasting impression on you?
I was reading a book and had left it in my room. The room attendant noticed it and took the extra step to write me a handwritten note and create a personalized bookmark for me.
Your favourite spot at DoubleTree Resort by Hilton Penang?
A café where I can comfortably spend the afternoon reading and enjoy a nice pint of beer.
Three words that define great hospitality
Anticipation, thoughtfulness, care.
Your personal travel essential you never leave home without?
A book.
With its people-first leadership philosophy and commitment to thoughtful service, DoubleTree Resort by Hilton Penang aims to remain a trusted choice for travellers visiting Penang.
DoubleTree Resort by Hilton Penang
+60 4-892 8000
56, Jalan Low Yat, Batu Ferringhi, Penang, 11100, Malaysia
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